PROFESSIONAL EXPERIENCE

Technology Support Analyst

Confidential - Raleigh, NC

Responsibilities:

• Responsible for processing requests for computer/application access (Network User Request).
• Review of Network User Requests to ensure compliance with established security and audit policies, coordinating with other groups (User Services, CICS Support, Enterprise Apps) ensuring timely completion of requests.
• Assign appropriate group access and security permissions, Provisioning and de-provisioning users, enabling/removing access
• Audit logging and monitoring standards
• Using security controls using ACF2 for development and production LPARs, IBM z/OS operating system, set up appropriate security for new products and subsystems like DB2, IMS and CICS
• Creating Customer Services documentation, user instructions, sending e-mail notifications, e-mail administration. Remedy Administration. Administering RACF user accounts. consult with clients and high-level technicians and analysts from other Technical Support Groups to analyze and resolve technical problems.
• MS Active Directory via Remote Desktop and setting up users based on tickets received from mgrs
• Provides first level telephone technical support, problem analysis and resolution to customers, escalate complex problems to various Tier 2 support groups. supports PC hardware and software, network, e-mail, telephone, voice mail, mainframe and web applications. Tier 2 support groups. supports PC hardware and software, network, e-mail, telephone, voice mail, mainframe and web applications. Interacts with a broad range of clients with varying levels of computer competence, DES management, vendors and IT staff of other agencies.
• Respond to user support requests via corporate ticketing system, ensure software or hardware trouble tickets are responded to in a timely manner, verify any response time SLAs are met or exceeded
• Document support resolutions and develop the corporate Knowledgebase
• Install, configure, and troubleshoot corporate applications
• Create new user accounts with email, file share, and other required application access
• Ensure backup systems and procedures are working and provide direction in implementing and enhancing the processes and restore customer data as required.
• Support the deployment and onboarding of new customers to software applications platform
• Implement and troubleshoot client VPN solutions
• Keep an accurate inventory of all equipment (PCs, laptops, tablets, software, etc…)
• Install, maintain and troubleshoot company workstations, laptops, tablets, and mobile devices in a mixed Windows/Mac environment
• Support all printing/scanning/copying functions
• Support company phone system including desk (Avaya and Cisco) and cell phones (Android and iPhone)
• MS Office, MS Lync messenger and MS Outlook e-mail support
• Maintain and administer computer networks, and related computing environments including computer hardware systems, software applications and all configurations
• Supports the Windows production server environment including security scanning, systems patches, upgrades, backups and disaster recovery
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary responsible for support and Administration of Single Sign-On (SSO) for new web applications and modifications to existing applications

Business System Analyst

Confidential

Responsibilities:

• Responsible for Provisioning and de-provisioning users, enabling/removing access to data sets on iSeries AS400, Created/Deleted RACF User ID’s and Reset RACF Passwords on multiple facilities; TSS, TSO, CICS, CA-ACF2 or ACF2 (RACF) OS/390
• Active Directory, Oracle Identity Governance tool (OIG), UNIX/LINUX, Manage Central (Active Directory) UNIX accounts and privileges, Troubleshoot UNIX user access issues, Manage local UNIX accounts and privileges, RSA SecureID/Authentication
• Utilized applications and software such as Oracle PS Query, Oracle PeopleSoft systems administration, SQL Navigator, SAP GRC 10, DB2, Lotus Notes/Sametime and Cisco AnyConnect VPN Mobility Client, MS Excel Spreadsheet, UAT, SharePoint
• AccountCourier and PasswordCourier - upgrades, daily maintenance,, creating and deleting users accts, supporting users with Courion Self Service password reset tool
• Splunk Monitoring and Dashboard, Sailpoint IdentityIQ, HP ArcSight ESM and SIEM
• MS Exchange, Lync support
• SSO, Oracle IDM, running Java script updates on apps
• Serves as the primary point of contact for all IT-related audits, including external (PCI, SOX) and internal audits.
• Evaluate and remediate general security & access issues
• Ensures the implementation of system access controls based upon KP-IT Information Protection policies and standards.
• Use Remedy to monitor and receive incoming requests and problems
• Recommends and/or assists in the development and implementation of Information Protection policies, standards, procedures, and guidelines.
• Reviews security logs and violation reports and follows-up as appropriate.
• Assesses the development, testing and implementation of appropriate Information Protection controls.

Business System Analyst

Confidential

Responsibilities:

• Responsible for effective use of security measures and technical solutions, to protect data and ensure the proper conduct of personnel in relation to the protection of data installation and configuration of Novell eDirectory
• Novell IDM administration
• SSO, Oracle IDM, running Java script updates on apps
• Utilized applications and software such as Oracle PS Query, Oracle PeopleSoft systems administration, SQL Navigator, SAP GRC 10, DB2
• Possess exposure to Windows, Open Systems and Multiple Virtual Storage (MVS) Mainframe computing environments with a strong emphasis on Active Directory (AD), Apache LDAP and Resource Access Control Facility (RACF), TSS, TSO, CICS, CA-ACF2 or ACF2
• Develops and implements practical and achievable policies and practices for the protection of business information regardless of media or delivery mechanism
• MS Exchange, Lync support
• Ensures the company is compliant with regulatory requirements and security best practices as defined by industry experts and internal audit
• Manages technical systems to maintain the confidentiality, integrity, and availability of information systems, and to comply with regulatory compliance as they relate to information security
• Participates in the design, implementation, and maintenance of controls and procedures to ensure the integrity of the logical security for computer-based systems
• Responsible for contacting the facility IT Director at each assigned site via email/phone to notify him/her of the onsite visit to schedule a meeting with the IT Director and designated stakeholders to discuss findings and bridge the gap
• Collaborates with IT Director Onsite closely to remediate users’ access to make sure all access is within Compliance
• Travels to different sites weekly to audit users’ access by disabling terminated users, disabling accounts with no login activity, disabling accounts with no login greater than 90 days of activity, disabling accounts where password is the same as the username, disabling elevated privileges for non-administrative users, disabling generic accounts, disabling service accounts
• Obtains access to CHS VPN, Mainframe IC03, iseries Pulse current user access data, IDM RBAC, DAR, will review listing of user accounts which have inappropriate access in accordance to the remediation guidelines
• IDM Security Field Operations submits a Remedy ticket to remediate and assign to facility if it’s a facility change
• Assists in the administration of user access and privileges to applications and systems, ensuring that access requests are properly authorized, appropriately documented, and accurately fulfilled, Oracle PeopleSoft systems administration
• Troubleshoots user access issues, including determining cause and implementing resolution
• Assists in the implementation of logical user access policies, standards, and guidelines that balance business requirements, risk tolerance, and company policies
• Assists users and managers in their efforts to establish and maintain adequate audit trails so that sufficient evidence of computerized business activities exists to reconcile accounts, to detect frauds, to quickly resolve problems, and to otherwise maintain secure and reliable information systems
• Provides reports and evidence for audits of systems and processes based on the company and industry standards, and facilitates remediation of audit findings
• Serves as the primary point of contact for all IT-related audits, including external (PCI, SOX) and internal audits.
• Executes regulatory and operational control activities related to provisioning and de-provisioning users, enabling/removing access to data sets
• Identifies opportunities to streamline and automate existing processes
• Develops, maintains and reviews technical documentation and knowledge base articles
• Splunk Monitoring and Dashboard, Sailpoint IdentityIQ, HP ArcSight ESM and SIEM
• MAP MPI, MAP authentication migration from OpenDS to Active Directory
• CA Control Minder and CA Governance Minder
• AccountCourier and PasswordCourier - upgrades, daily maintenance,, creating and deleting users accts, supporting users with Courion Self Service password reset tool

Desktop Deployment Technician

Confidential

Responsibilities:

• Win 7/8 migration, working with end users and walking them through the changes made on their computer, verifying user’s software applications and all logins of images are correct for post-migration
• POS deployment and support of POS System including upgrades and updates when needed
• Mobile device security maintenance (MDM) making sure the Group Policy has been updated for all users, Lenovo and Dell desktop and laptop support, applications and peripheral device deployment and troubleshooting, Bit Locker encryption, testing software on Win 8 machines before installs,
• Cisco AnyConnect VPN, Verizon VPN, Citrix, Putty Mainframe, Unix ODBC, using Windows AD and Networking technologies, Using tools PXE BOOT, SCCM/WET/MDT to migrate and transfer data, WinPE, ImageX, knowledge of Microsoft Assessment and Planning (MAP) and Application Compatibility Testing (ACT) tools, Novell, Lotus Notes, Outlook 2013, Exchange server, Lync chat, Ghost image building process, setting up and supporting of Voice Over IP (VOIP) telephonic systems with Avaya phones, travels from state to state with the company.